Nice post about the benefits of having a customer service community. Although I have to admit the benefits seem to me to be very operational. Tactical or even strategic benefits are not addressed. Or am I interpreting the benefits wrong?
There’s a saying that goes, “No man is an island.” Like man, companies can benefit more if they stand apart from its peers or competitors. A company cannot exist in a vacuum. That is why there are such terms as Best Practices and benchmarking.
With the onset of Web 2.0, communities have become a new way to know and gather information about your industry, and from your customers.
- Reduction in agent-assisted interactions
- Reduction in agent-assisted email
- Increase in first-contact resolution
- Increase in agent productivity
- Increase in product ideation
- Boost in relevant Web-site content and reduced search-engine optimization costs
- Improved customer retention and customer lifetime value
What is good about these customer service communities, too, is that companies can get real-time data instantly. Thus, they can also address issues in a timely manner.
Do you have a customer service community? Or have you joined a customer service community? How is it going so far?
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